Title:  Sr. Manager, Consumer Sales

JOB SUMMARY

The Sr. Manager of Consumer Sales oversees the day-to-day operations and continued growth of the Consumer Sales function, with a focus on driving ticket revenue and delivering a high-quality customer experience across the Kentucky Derby, Kentucky Oaks, and all Churchill Downs Racetrack race days. This role leads the strategy, execution, training, and performance management of the Consumer Sales team, including recruiting and developing first-year ticket sales representatives, managing inbound and outbound sales activity, and partnering across the organization to maximize consumer sales opportunities and long-term growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

CONSUMER SALES STRATEGY & REVENUE GROWTH

• Develop and execute consumer ticket sales campaigns and strategies to maximize revenue for the Kentucky Derby, Kentucky Oaks, and all other Churchill Downs Racetrack race days through inbound and outbound sales activity.
• Grow revenue through face-to-face appointments and comprehensive phone, video, and email campaigns while evaluating the return on investment of sales approaches.
• Monitor general admission sales and consumer reserved seating inventory to ensure online options are readily available, and the consumer purchase flow is efficient.
• Partner with leadership on consumer products, upgrades, offerings, and price points, and oversee pricing sheets, collateral, map builds, and other customer-facing sales components.
• Assist with the annual budget and achievement of established revenue and expense targets, coordinating with leadership to support overall effectiveness.
• Plan and lead sales events during the off-season and represent CDRT at internal and external functions as needed to increase exposure and sales opportunities.

TEAM LEADERSHIP, RECRUITING & DEVELOPMENT

• Recruit, hire, train, mentor, and manage the day-to-day performance of the Consumer Sales team, including first-year ticket sales representatives who serve as a talent pipeline for group, corporate, and service teams.
• Establish an inclusive, motivating, and performance-focused sales culture aligned with Churchill Downs philosophies, department expectations, and company standards.
• Plan and execute daily and weekly training across Churchill Downs products and accelerate individual representative growth through year-round coaching and mentoring.
• Track individual and team KPIs, inbound and outbound activity, and sales performance, and produce timely and accurate reporting on progress and results.
• Develop and maintain sales incentive programs, contests, and team-building initiatives.
• Establish relationships with colleges nationwide, attend career fairs, and host sales workshops at Churchill Downs to recruit top sales talent.
• Partner with ticketing leadership in recruiting and hiring for open sales and service positions across the department.
• Participate in sales calls and face-to-face appointments with sales representatives to support development and sales execution.

CUSTOMER EXPERIENCE & SALES OPERATIONS

• Manage the main Churchill Downs and Kentucky Derby phone lines, coordinating staffing during high-volume periods such as Derby Week and overseeing lead warming and distribution processes.
• Coordinate phone tree configuration and phone technology monitoring to support timely callbacks, answered calls, and a world-class customer experience.
• Partner with Derby Experiences and third-party partners to promote consistent service standards across consumer touchpoints.
• Monitor Salesforce cases and complaints and ensure customer issues are resolved promptly and effectively.

CROSS-FUNCTIONAL PARTNERSHIP & BRAND SUPPORT

• Work closely with Marketing, Box Office, Facility Operations, Business Strategy and Analytics, and other internal partners to support consumer sales initiatives and race-day execution.
• Support continued growth of the Churchill Downs brand through appropriate marketing, content, and customer-facing initiatives.
• Adhere to CDI/CDRT policies and procedures, represent Churchill Downs professionally inside and outside the organization, prioritize workload effectively, and contribute to a respectful team environment.
• Perform other duties as assigned.

REGULATORY

EDUCATION AND EXPERIENCE

• Bachelor's degree (B.A.) from a four-year college or an equivalent combination of education and experience preferred.
• 2+ years of experience in sports and entertainment preferred.
• Proven sales experience managing sales processes and performance in a sports or entertainment venue environment preferred.
• Experience working with high-level clients, including dignitaries, officials, celebrities, premium ticket holders, club members, high-stakes wagerers, and/or members of the thoroughbred racing community.
• Prior experience interacting with the public and/or working knowledge of the horse racing industry preferred.

REQUIRED SKILLS AND ABILITIES

• Strong leadership, coaching, recruiting, and team-development capabilities with the ability to establish a motivating and inclusive sales culture.
• Excellent interpersonal, written, and verbal communication skills with the ability to communicate effectively with clients, colleagues, and the general public, including under pressure and against deadlines.
• Customer-focused approach with sound judgment and discretion when recommending ticketing options and event details to prospects and clients.
• Ability to define problems, collect and analyze data, establish facts, draw valid conclusions, and use metrics and statistics to evaluate performance and return on investment.
• Creative, enthusiastic, people-oriented, organized, motivated, and detail-focused, with the ability to manage multiple priorities effectively.
• Proficiency in Microsoft Office and related software, with the ability and willingness to learn new technologies and sales systems.
• Ability to work collaboratively across departments and maintain professional relationships with internal and external partners.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• Extended periods of sitting and working at a computer, including regular use of a keyboard, mouse, and computer screen.
• Ability to handle and organize paperwork and perform repetitive administrative tasks, including data entry and document preparation.
• Ability to move throughout the workplace to attend meetings, use office equipment, and interact with colleagues.
• Ability to occasionally lift and move office supplies, paperwork, and other materials weighing up to 20 pounds.
• Ability to communicate effectively with colleagues, clients, and guests in person, by phone, and through video conferencing.
• Work is primarily performed in a climate-controlled office environment with moderate noise levels and standard artificial lighting.
• This role is onsite five days per week at the Louisville, KY Corporate Office and/or Churchill Downs Racetrack.
• Attendance at Churchill Downs race days and special events is required as business needs dictate.
• Evening, weekend, and holiday work may be required during racing meets, Derby season, and other special events.

This work is performed primarily in a business office setting within a sports and entertainment facility. Events often take place outside of traditional business hours, on weekends, and on holidays. Some areas of the facility may be noisy and subject to changing weather conditions. Churchill Downs Racetrack spans 175 acres and more than 1.5 million square feet under roof with additional entertainment facilities not protected from weather conditions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position. As the nature of business demands changes, so too may the essential functions of this position.